My broadband provider has raised its prices, do I have to pay?

Thanks to the thousands of supporters who backed our Fixed Means Fixed campaign, it is now possible for you to cancel your contract if the price is raised.

Cancel a broadband contract

For contracts taken out before 23 January 2014, the only way to guarantee you’re not penalised for cancelling a contract is to cancel within the cooling-off period.

If you want to cancel a credit agreement, the Consumer Credit Act gives you a 14-day cooling off period to cancel the agreement.

Previous to 23 January 2014, there are no rules in place that allow you to cancel because of price hikes during your contract and if you cancel before the minimum contract term is up, you have to pay an early termination fee. These fees can be very high.

For example, if you sign up to an 18 month contract and want to cancel in the second month, you may have to pay 16 month's worth of fees.

If you’ve complain to your broadband provider and are not happy with the way they've dealt with your complaint, you can use our letter of deadlock to notify your provider of your intention to take your complaint to the Ombudsman.

These rules still apply to any contract taken out before 23 January 2014. 

Broadband providers you can rely on

Every year we survey thousands of customers about their broadband provider to find out how the providers compare for value, customer service and overall customer satisfaction. Use our recommendations to find a broadband company you can rely on.


Join our campaign
& help us reach 150,000 signatures

We wanted advertising watchdogs to pull the plug on confusing broadband ads that promise speeds most of their customers will never get. We think that when you’re not getting the service you’re paying for, you should be compensated. With the support of over 120,000 campaign supporters, we convinced the regulator to introduce automatic compensation for poor broadband service and the advertising watchdog to crackdown on misleading speed ads.

Find out more about Broadband speed on Which? Campaigns

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